Criteria For Choosing A Ticket Priority

Criteria For Choosing A Ticket Priority

We diligently address every ticket we receive as quickly as possible. Tickets will be prioritized based on the following criteria:

  • Low - Minimal impact to workflow.  (The issue causes some minor inconvenience. An example would be your printer is not working, but you are able to print to another printer in the organization.) 
  • Medium - Greater impact to workflow. (You are still able to get your work done, but the issue is significantly slowing you down.)
  • High - Single User Impacted. (The issue is preventing you from completing your work. An example would be your printer is not working, and you are not able to print to any other printer in the organization.)
  • High - Multiple Users Impacted. (The issue is preventing several users from completing their work. An example would be an entire department is unable to print to any printer in the organization.)
  • Emergency - All Users Impacted (The issue is preventing all users from being able to complete their work. This would usually be reserved for system wide outages, such as email being down for everyone.) 

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